Texas Department of Information Resources

Job Posting:

00055716

Opened:

1/26/2026

Closes:

2/10/2026

Position Title:

Program Specialist VI (Customer Experience and Outreach Specialist)

Class/Group:

1575/B23

Military Occupation Specialty Code:

N/A

Fair Labor Standards Act Status:

Exempt

Number of Vacancies:

1

Division/Section:

Chief Experience Office/Customer Experience & Outreach

Salary Range:

$6,666.67 – $7,500.00/month

Duration:

Regular

Hours Worked Weekly:

40

Travel:

Frequent

Work Location:

300 W. 15th Street, #1300 / Austin, Texas 78701

Web site:

https://dir.texas.gov/

Refer Inquiries to:

People and Culture Office

Telephone:

(512) 475-4957

How To Apply:

• Select the link below to search for this position:  https://capps.taleo.net/careersection/313/jobsearch.ftl?lang=en
• Enter the job posting number “00055716” in the keyword search.

• You must create a CAPPS Career Section candidate profile or be logged in to apply.

• Update your profile and apply for the job by navigating through the pages and steps.

• Once ready, select “Submit” on the “Review and Submit” page.

• If you have problems accessing the CAPPS Career Section, please follow the instructions in the Resetting CAPPS Password for Job Candidate desk aid.

Special Instructions:

• Applicants must provide in-depth information in the EXPERIENCE & CREDENTIALS section to demonstrate how they meet the position qualifications. Incomplete applications may result in disqualification.

• Resumes may be uploaded as an attachment but are not accepted in lieu of the information required in the EXPERIENCE & CREDENTIALS section of the application.

Interview Place/Time:

Candidates will be notified for appointments as determined by the selection committee.

Selective Service Registration:

Section 651.005 of the Government Code requires males, ages 18 through 25 years, to provide proof of their Selective Service registration or proof of their exemption from the requirement as a condition of state employment.

H-1B Visa Sponsorship:

We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Equal Opportunity Employer

The Department of Information Resources does not exclude anyone from consideration for recruitment, selection, appointment, training, promotion, retention, or any other personnel action, or deny any benefits or participation in programs or activities, which it sponsors on the grounds of race, color, national origin, sex, religion, age, or disability.  Please call 512-475-4922 to request reasonable accommodation.

Position Description

Division:

Chief Experience Office/Customer Experience & Outreach

Class/Group:

1575/B23

Title:

Program Specialist VI (Customer Experience and Outreach Specialist)

Fair Labor Standards Act Status:

Exempt

What We Do

We are a technology agency powered by people.

DIR offers secure, modern, and cost-effective technology to help government entities in Texas serve their constituents.

DIR is a fast-paced and collaborative environment with highly motivated, innovative, and engaged employees dedicated to achieving the best value for the state. We have over 325 professionals working at DIR who are honored to serve as the cornerstone of public sector technology in Texas. By joining DIR, you will be an integral part of transforming how Texas government serves Texans.

Position Summary

The Chief Experience Office (CXO) is responsible for outreach, branding, and the customer experience strategy for DIR. This position will play a crucial role in advancing DIR’s customer experience and enhancing the department’s relationship with its customers through ongoing in-person engagements. The Customer Experience Specialist will specialize in communication and outreach to eligible DIR customers in local government entities.

 

This position performs highly advanced (senior-level) consultative services and technical assistance work in support of DIR. Responsibilities include collaborating with DIR staff to develop or enhance processes that advance and improve the customer experience for DIR customers. This position requires regular travel to attend events, conferences, and meetings with local government representatives across the state. This position works under minimal supervision, with considerable latitude for the use of initiative and independent judgment.

 

• Promotes DIR programs and applies DIR customer experience practices to local government and other voluntary current and potential customers to encourage and/or improve interest in DIR programs.
• Researches and maintains local and voluntary customer contact information, including the management and updating of eligible customer contact lists on a regular basis.
• Establishes and organizes recurring roadshows for DIR subject matter experts to attend throughout the state.
• Build relationships with local government and voluntary representatives across the state by traveling to their locations on a regular basis.
• Organizes events for local government representatives and attends conferences, training events, tradeshows, and other exhibit opportunities on behalf of DIR; facilitates additional attendance from DIR program representatives.
• Liaisons with Office of Public Affairs to promote awareness of DIR local efforts with government officials.
• Develops, evaluates, and tracks progress of program outreach and customer experience activities and performance metrics of the local government and voluntary customer outreach program.
• Performs other work-related duties as assigned.

Education

• Graduation from an accredited four-year college or university with major coursework in business administration, communications, education, English, journalism, marketing, technical writing, or related field.
• Additional work-related experience may be substituted for education on a year-for-year basis (High-school diploma required)?

Experience and Training Required

• Minimum of four (4) – five (5) years of academic or professional experience in communications, marketing, outreach, or project promotion, or event planning.
• Minimum of four (4) – five (5) years working with multiple stakeholders and customers and managing projects

Experience and Training Preferred

• Minimum of two (2) years of professional experience in working with public-sector IT projects.
• Minimum of one (1) year of demonstrated experience in project planning, process improvement, or project management.
• Minimum of one (1) year of demonstrated experience using data analytics or artificial intelligence to drive decision-making and efficiency of efforts.

Knowledge, Skills, and Abilities

• Knowledge of the principles and dynamics of customer outreach
• Strong Customer Experience Mindset
• Skill in coordinating and solving problems
• Strong analytical skills and attention to detail
• Demonstrated ability in direct customer engagement
• Ability to inform outreach strategies
• Ability to travel up to 50% of work schedule.
• Ability to demonstrate understanding of local government rules, laws, and general practices
• Ability to develop stakeholder partnerships
• Ability to understand government and technology and familiarity with current information resources technology industry trends
• Demonstrated ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments
• Ability to write and edit copy for print and online
• Ability to write about technical issues in plain language
• Ability to proofread and edit papers, articles and reports created for IT and non-IT management, users and general audiences
• Ability to bring fresh and relevant perspectives
• Ability to establish and maintain effective and cordial working relationships at all organizational levels, including agency management, direct supervisors, co-workers, internal and external customers.
• Ability to understand, follow and convey brief oral and/or written instructions.
• Ability to communicate both verbally and in writing, including presenting, in a clear and concise manner with vendors, agencies, management, and internal staff
• Ability to work independently and as part of a team, and to support and contribute to a cohesive team environment.
• Ability to work under pressure and exacting schedules to complete assigned tasks.
• Ability to work a flexible schedule to meet required deadlines.
• Ability to comply with all agency policy and applicable laws.
• Ability to comply with all applicable safety rules, regulations, and standards.
• Ability to maintain the security and integrity of any critical infrastructure researched, worked on, or accessed for work purposes.

Computer Skills

• Proficiency in the use of a computer and applicable software necessary to perform work assignments e.g., word processing, spreadsheets (Microsoft Office preferred).

Other Requirements

• Regular and punctual attendance at the workplace.
• Criminal background check.

Working Conditions

• Frequent use of computers, copiers, printers, and telephones.
• Frequent standing, walking, sitting, listening, and talking.
• Frequent work under stress, as a team member, and in direct contact with others.
• Occasional bending, stooping, lifting, and climbing.